We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125399 results
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Decision Reference DRN-4664741
3 Apr 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4664741 The complaint Miss B complains about how Marshmallow Insurance Limited handled her motor insurance claim. What happened The details of the claim are well known to both parties, so I’ll only summarise them here. In March 2022, Miss B was involved in a road traffic accident. She ... (4 pages)View decision -
Decision Reference DRN-4718951
3 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4718951 The complaint Mr M complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investments in an overseas property-based investment sche... (30 pages)View decision -
Decision Reference DRN-4719858
3 Apr 2024 Specialist Lending Limited UpheldConsumer CreditDRN-4719858 The complaint Mr Y complains about how Specialist Lending Limited, trading as Duologi, dealt with his claim under section 75 of the Consumer Credit Act 1974 about some foam insulation. What happened In January 2021 Mr Y entered into a regulated fixed sum loan agreement with Duo... (7 pages)View decision -
Decision Reference DRN-4709924
3 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4709924 The complaint Mrs S complains that Barclays Bank UK PLC didn’t apply a lump sum payment into her mortgage account correctly. What happened Mrs S made a lump sum payment of £47,000 into her mortgage account in mid-February 2023. This was almost enough to repay the mortgage. Mrs ... (3 pages)View decision -
Decision Reference DRN-4425586
3 Apr 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4425586 The complaint Ms W complains about a car she acquired under a hire purchase agreement with Go Car Credit Limited (“GCC”). What happened In January 2023 Ms W entered into a regulated hire purchase agreement with GCC in relation to a used car. In March, April or May 2023 (there i... (3 pages)View decision -
Decision Reference DRN-4685439
3 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4685439 The complaint Mrs R complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly when it granted her two credit card accounts and increased the limits on them through the years. What happened I set out the background to this complaint and my initial find... (5 pages)View decision -
Decision Reference DRN-4634070
3 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4634070 The complaint Mr and Mrs D have complained about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim under their home insurance policy. References to LV in this decision include its agents and contractor. What happened Mr and Mrs D made a claim in December... (3 pages)View decision -
Decision Reference DRN-4651108
3 Apr 2024 Guaranty Trust Bank (UK) Limited UpheldBanking and PaymentsDRN-4651108 The complaint Mr E complains that Guaranty Trust Bank (UK) Limited (“GTB”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr E has explained tha... (3 pages)View decision -
Decision Reference DRN-4523062
3 Apr 2024 Lloyds Bank PLC UpheldMortgagesDRN-4523062 The complaint Mr and Mrs C say that, because of delays by Lloyds Bank PLC in removing a legal charge from their property title, their new mortgage offer lapsed. They had to take the mortgage at a higher rate of interest and want Lloyds to compensate them for this. What happened... (3 pages)View decision -
Decision Reference DRN-4463988
3 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4463988 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. What happened I issued a provisional decision for Mr R’s complaint on 15 March 2024. Rather than repeat the circumstances of the complaint and my provisional finding... (6 pages)View decision
